Supporting members who find technology hard
Practical ways to help members who struggle with the website, and what the site does not let you do for them.
Some members find websites confusing or stressful. You can make a big difference by being patient and practical.
Ways to help
- Use the Never logged in and Onboarding incomplete tabs in Members to find people who may be stuck. Offer a phone call.
- Sit with the member, or talk them through each step on the phone. Let them press the buttons themselves where they can.
- Send a password reset or a verification email for them from their record.
- With their permission, correct small mistakes in their profile, such as a spelling error in their name.
- Suggest the accessible version of the site if your community offers one. It is simpler and works well with screen readers.
- Write a note on their record about what helps them, such as "prefers phone calls".
What you cannot do for them
The Broker Panel does not let you post listings, send messages or record exchanges as if you were the member. Every action a member takes must come from their own account.
Never ask for a member's password, and never sign in as them.
Family members and carers
A member can link their account with a family member or carer they trust. The member does this themselves from the Linked tab in their Settings. The linked person can then help in the ways the member agrees to. This is the member's choice. Brokers cannot set it up for them.
More guides in this topic
- How do I approve a new member?
- Finding and filtering members
- Viewing a member's full record
- Keeping private notes about a member
- Suspending or reactivating a member
- Helping a member who cannot get into their account
- How do I correct a member's time balance?
Still need help?
If you can't find what you need, get in touch and a person will help you.
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